It jobs in Malaysia
Deputy Head of IT Operations
GD Express
SAP GRC & IT Risk Manager
Nexperia
IT Operations Engineer
VAT Vakuumventile AG
Technology Consulting - SAP Technical Consultant, Senior Manager (Kuala Lumpur)
EY
IT Transformation Project Specialist
EUROFINS GSC IT MALAYSIA SDN. BHD.
Discover more opportunities than anywhere else. Find more jobs nowHelpdesk Analyst - English and Japanese,
NTT America, Inc.
Helpdesk Analyst - English and Japanese,
NTT DATA
Connect with headhunters to apply for similar jobsIT Manager
PHONGSAVANH GROUP (MALAYSIA) SDN. BHD.
Senior Monitoring Specialist
SYNNEX
IT Solutions Consultant (Business Analyst – Reporting)
DHL Germany
IT Leader — Enterprise Systems & SSC Transformation
PHONGSAVANH GROUP (MALAYSIA) SDN. BHD.
6682 - IT Manager
Agensi Pekerjaan Minde Group Sdn Bhd
Financial Controller
DHL Asia Pacific Shared Services Sdn Bhd
Protégé - (Lab Solutions) Application Assistant
Siemens Mobility
Senior Facilities Mechanical Engineer
JLL
Manufacturing IT Lead — ERP & Systems Infrastructure
Agensi Pekerjaan Minde Group Sdn Bhd
Helpdesk Analyst - Japanese Speaking
NTT DATA North America
Business Controls Manager
The British American Tobacco Group
Helpdesk Analyst - Japanese Speaking
NTT America, Inc.
Deputy Head of IT Operations
Job summary
A logistics and distribution company located in Petaling Jaya is seeking a Deputy Head of IT Operations to support IT operational services. The role involves overseeing daily operations, managing service delivery, and driving process improvements to ensure high performance across IT support teams. Candidates should possess a Bachelor's degree in IT and have 8–10 years of IT operations experience, including leadership roles. Competitive salary and professional development opportunities available.
Qualifications
- 8–10 years of experience in IT operations, with at least 3 years in a supervisory role.
- Experience leading multi-functional IT teams.
- Hands-on experience in system support and hardware/software troubleshooting.
Responsibilities
- Oversee daily operations across multiple IT support teams.
- Monitor incident queues and ensure SLA compliance.
- Track performance metrics and conduct service review meetings.
- Implement process improvements for operational efficiency.
- Act as the point of contact for business users on IT issues.
Skills
Education
About the Role:
The Deputy Head of IT Operations supports the Head of IT Operations in managing end-to-end IT operational services to ensure high system availability, reliable user support, and operational efficiency across the organization.
This role acts as the primary operational lead, responsible for day-to-day service delivery, issue resolution, and team coordination — while also contributing to service improvement initiatives.
Key Responsibilities:
Operational Execution
Oversee daily operations across Service Desk, Application Support, and Technical Support teams.
Monitor incident queues, assign priorities, and ensure adherence to SLA and escalation standards.
Serve as escalation point for complex technical or application issues requiring coordination across teams.
Ensure accurate documentation and closure of all service tickets, preventive maintenance, and change logs.
Service Performance & Monitoring
Track performance metrics such as uptime, MTTR, and SLA compliance.
Conduct weekly service review meetings with unit leads and report key findings to Head of IT.
Implement process improvements to reduce recurring incidents and improve response efficiency.
Process & Quality Governance
Maintain IT operations SOPs and ensure compliance with IT service management (ITSM) standards.
Support IT audits, ensuring completeness of records and adherence to IT policies.
Coordinate periodic reviews of MDM, telco, and hardware asset records.
Application & System Support
Manage first- and second-level application support activities including issue triage, testing, and deployment assistance.
Coordinate with developers for escalation and follow-up on system enhancements or fixes.
Ensure user communication and issue resolution are timely and professionally handled.
Technical & Infrastructure Support
Supervise troubleshooting for end-user devices, connectivity, and hardware issues.
Oversee hardware renewals, replacements, and asset tagging activities.
Manage license renewals, telco bills, and MDM access policies.
Supervise and guide the functional unit leads, providing coaching and performance feedback.
Plan resource deployment, task rotation, and upskilling initiatives.
Foster collaboration between Service Desk, Application, and Technical Support teams to strengthen operational integration.
Stakeholder Communication
Act as point of contact for business users on IT operational issues.
Communicate incident updates, service disruptions, and remediation plans.
Consolidate feedback from branches and business units to inform continuous improvement.
Project & Transition Support
Support implementation of new IT systems or tools, ensuring operational readiness.
Participate in pilot testing, rollout coordination, and post-deployment stabilization.
Qualifications & Requirements:
Bachelor’s Degree in Information Technology, Computer Science, Engineering, or a related field.
Minimum 8–10 years of experience in IT operations, technical support, infrastructure management, or related functions, with at least 3 years in a supervisory or managerial role.
Proven experience leading multi-functional IT teams (Service Desk, Application Support, Technical/Infrastructure Support).
Strong background in incident management, SLA performance tracking, and IT service management (ITSM) processes.
Hands-on experience in system support, hardware/software troubleshooting, network basics, and user support operations.
Experience supporting enterprise-scale environments (multiple branches, distributed users, field operations) is an added advantage.
Your application will include the following questions:
- Which of the following statements best describes your right to work in Malaysia?
- What's your expected monthly basic salary?
- Which of the following types of qualifications do you have?
- How many years' experience do you have as a Head of Information Technology Operations?
- How many years' experience do you have as a manager / team lead?
- How much notice are you required to give your current employer?
Kuala Lumpur City Centre, Kuala Lumpur, MY
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.